Manager, Technical Support (London, United Kingdom)

Figma
London
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Cross-functional collaboration","Customer experience focus","Operational excellence"]

Lead and grow the Technical Quality team for EMEA within Product Support, driving technical excellence and customer experience for complex Enterprise issues. Set strategy, hire and develop talent, and define how you partner with Product and Engineering. Build scalable processes for bug triage, investigation, and resolution, strengthen feedback loops, and use analytics to identify trends and improve product quality. Provide hands-on support for high-complexity escalations.

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FursaFursa
Figma
Figma
2 days ago

Manager, Technical Support (London, United Kingdom)

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Last checked: 20 hours agoStatus: Live

Job Summary

Lead and grow the Technical Quality team for EMEA within Product Support, driving technical excellence and customer experience for complex Enterprise issues. Set strategy, hire and develop talent, and define how you partner with Product and Engineering. Build scalable processes for bug triage, investigation, and resolution, strengthen feedback loops, and use analytics to identify trends and improve product quality. Provide hands-on support for high-complexity escalations.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Build and lead the Technical Quality function in EMEA, setting a high bar for technical excellence and customer experience.
  • •Lead and empower the team to meet KPIs across Technical Quality.
  • •Partner with Product Support Operations to design and implement scalable processes for bug triage, investigation, and resolution.
  • •Collaborate with engineering partners to ensure high-quality bug reporting and strengthen feedback loops.
  • •Use Product Support Analytics to surface trends, improve product quality, and support high-complexity Enterprise escalations.

Key Requirements

  • •4+ years leading high-performing technical support teams in a SaaS environment, focused on supporting enterprise customers.
  • •Strong debugging and technical quality background, including interpreting developer documentation and APIs, with knowledge of web technologies (JavaScript/TypeScript, HTML, CSS).
  • •Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security.
  • •Proven ability to collaborate cross-functionally to resolve issues and drive improvements while building scalable processes.
  • •Deep expertise in people leadership and developing effective, high-performing teams.
Experience:SaaSEnterprise support
Skills:LeadershipCoachingCross-functional collaborationCustomer experience focusOperational excellence
Languages:English
Tech Stack:JavaScriptTypeScriptHTMLCSS

Company Brief

Figma
Design collaboration platform for teams that enables interface design, prototyping, and real-time collaboration in the browser. Figma streamlines product design workflows, handoff to developers, and design system management for organizations of all sizes.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn